Contact Center Technical Support Representative

About the role

MCI is seeking a tech-savvy and customer-oriented Technical Support Representative to provide first-level support for technical issues in our contact center. You will assist customers with troubleshooting, product setup, and technical inquiries across various platforms.

Responsibilities

• Respond to technical support calls, emails, or chats from customers.
• Troubleshoot hardware, software, and connectivity issues.
• Guide customers through step-by-step solutions and product configurations.
• Escalate unresolved issues to higher-level support or engineering teams.
• Document all interactions and solutions in the ticketing system.
• Maintain up-to-date knowledge of products, services, and system updates.
• Meet performance targets related to resolution time, customer satisfaction, and accuracy.

Requirements

• Must be 18 years and older.
• High school Diploma/GED.
• 1-2 years of technical support or IT helpdesk experience in a contact center.
• Strong knowledge of operating systems, browsers, and common software.
• Excellent communication and customer service skills.
• Fully fluent in English and Spanish.
• Able to explain technical concepts in simple terms.

Qualifications

• Diploma or degree in IT, Computer Science would be a plus.

Benefits

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

Pay

Compensation details are provided upon application.

Schedule

The schedule for this role is flexible and will be discussed during the interview process.